Hilton Urumqi

My journey westward led me to the Hilton Urumqi. Stepping through the doors, it felt as if I had entered a soothing oasis. After a long and dusty journey, what was most precious was encountering such genuine warmth. A young lady at the front desk, named Xiaobao, greeted me with smiling eyes. Her words carried a unique clarity and sincerity, characteristic of the Northwest. She calmly and efficiently handled all the minor tasks, as if it wasn't just routine work, but rather like brushing dust off the clothes of a long-lost friend. Seeing my bewildered expression, she offered extra advice; when I inquired about local attractions and itineraries, she leaned over with a pen, meticulously outlining details. Such meticulousness went beyond her duties; it was more akin to an inherent kindness and sincerity. The system at my previous hotel had failed to log out my secure session, leaving me stranded at the front desk, helpless, much like an ancient traveler who had lost their transit permit – anxious and embarrassed. Thankfully, Xiaobao came to the rescue, and with exceptional patience and professionalism, she helped me resolve the issue. What was originally just a routine stopover became a memorable highlight of my journey, thanks to this meticulous attention to detail. Across a thousand miles of desert, with the gentle tinkling of camel bells, travelers have always sought nothing more than a lamp, a warm cup of tea, and a kind word. Yet here, nestled among the buildings at the foot of Bogda Peak, what I received far exceeded these simple desires. The grandeur of the Northwest is hidden in its mountains and rivers; the warmth of Hilton is reflected on the faces of its people. My heartfelt thanks to Xiaobao; through her kindness, she truly showed me the meaning of 'a home away from home'. While other five-star hotels I've stayed at might match Hilton's facilities, it's the personal kindness and amiable nature of the staff that truly makes guests feel refreshed and at ease. It is precisely these golden pieces of the puzzle that assemble into the perfect experience at Hilton Urumqi.

The hotel offers ample parking. I've always been a loyal Hilton fan, and this stay was particularly impressive. Upon checking in, we were greeted by Hayden at the front desk. His service was absolutely excellent; he was incredibly perceptive and understood our needs immediately. He's a very sharp and proactive young man. When we casually mentioned feeling a bit dry, he immediately offered to send a humidifier to our room. Barely moments after stepping into our room, we found the humidifier and several bottles of water waiting for us. I must give a special shout-out to Hayden by name! Truly an outstanding employee. The overall environment was also great, offering a fantastic view, which made for a very comfortable stay. We will definitely choose Hilton again for our next visit to Urumqi.

Although the hotel isn't brand new, its management is exceptionally well-organized, meticulous, and thoughtful. The front desk staff patiently showed us several room types, helped us pick the most suitable one, and even gave us an upgrade. As we were there for our first marathon, we inquired if early breakfast would be available on race day. Upon learning this, the lobby manager promptly arranged for breakfast to be served for all race participants staying at the hotel, which was incredibly efficient. Room service was also highly efficient and incredibly prompt. Highly recommended!

As always, it was excellent. What more can I say? The breakfast was outstanding, offering a fantastic variety of delicious options. A special shout-out goes to Wei Qinrui from the Reservations Department. I had mistakenly booked the wrong check-in date due to my own oversight, but Ms. Wei was incredibly patient and helpful, assisting me in cancelling the incorrect reservation and re-arranging my room booking. Fantastic! Fantastic! Fantastic!

I'm not sure if this is typical for hotels in Urumqi or just this particular Hilton, but the price and service quality are completely out of sync. Firstly, my immediate impression: upon entering, the lobby was cluttered with all sorts of advertising boards, giving it the vibe of an airport hotel aggressively promoting various tour packages. Secondly, regarding service: I called the front desk to inquire about shower slippers, only to be told they weren't available. The manager explained they don't provide them as they would be reused. However, they could at least stock them for guests to choose whether to use, rather than flat-out saying they have none. By that logic, towels should also be replaced with brand new ones for every single guest. Thirdly, cleanliness: The restroom next to the restaurant – I won't bother describing it in detail, but after seeing it, I completely lost my appetite for breakfast. Fourthly, facilities: Again, regarding the restaurant restroom. Out of four sinks, only two were functional and had running water on two consecutive days I visited.

Easily one of Urumqi's best hotels, located right by Hongguang Mountain. The service, of course, was excellent. The welcoming staff member was incredibly warm and courteous. We stayed at the Hilton at the beginning and end of our two-week trip in Xinjiang, and each time, she consistently helped us with our luggage, escorted us to the car, and even gave our child a gift upon departure. Breakfast was quite plentiful, but the buffet dinner was truly disappointing and fell short of Hilton's usual standards. Hopefully, they'll improve their dining quality!